What steps can we take in healthcare to reduce cancellations?

As I’ve written, spoken, and worked with clients about, cancellations cause your practice to bleed revenue and profitability. I’ve worked with some private therapy practices that have cancellation rates pushing 35-40%! So, understandably so, many private therapy practices spend a lot of time and energy on cancellation reduction. They text patients, call patients, email patients, send smoke signals or homing pigeons…well, maybe not those last two, but you get the point. Yet, despite all of this activity, they continue to experience high cancellation and no-show rates. Why? A lot of times, it’s because they’ve failed to recognize one key piece in the patient onboarding process.

Well, this week, I’m sharing an interview I did for Paul Wright from Health Business Profits for a program he was putting together about reducing cancellations at private physical therapy practices. I also created the free Cancellation Reduction Framework, which is also available for free to our listeners.

 

What we cover in this Episode:

• The book Better Outcomes: A Guide to Humanizing Healthcare
  
• Taking a bottom-up approach to patient onboarding in private therapy practices
  
• The problem with cancellations and the importance of cancellation reduction
  
• The importance of your front desk staff in a private healthcare practice
  
• Leveraging person-centered principles to improve patient engagement and experience
  
• How we implement these processes at my clinic ProActive Rehabilitation & Wellness
  
• Achieving Better Outcomes by focusing on human interactions
  

 

We’re starting to create videos of certain podcast episodes, including this episode on the Cancellation Reduction Framework, which can find on the YouTube Channel.

 

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Connect with Rafi

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For More:

If you enjoyed this episode: Join Rafael E. Salazar II, MHS, OTR/L (Rafi), principal of Rehab U Practice Solutions and host of The Better Outcomes Show as he explores the possibilities of a new healthcare. Guests range from clinicians trying new techniques and treatments to executives and entrepreneurs exploring new service delivery methods, business models, and organizational structures. You can sign-up to receive new episodes delivered directly to your inbox by filling out the form below.  Learn more about Rehab U Practice Solutions by reading The Manifesto for a New Healthcare, or listen to Episode 000. Or, grab a copy of the book: Better Outcomes: A Guide to Humanizing Healthcare.

 

Are You Ready to Humanize Healthcare?

If you run a clinic or practice and are looking to develop a strategy that leverages best practices, new technology, and marketing/messaging in a way that returns the focus of healthcare to people, please reach out. We’d love to talk with you about how Rehab U Practice Solutions can help your clinic bring in more clients, retain them throughout their course of care, and create uniquely impactful experiences.

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Rafael E. Salazar II, MHS, OTR/L (Rafi) is the Principal Owner of Rehab U Practice Solutions, the host of The Better Outcomes Show, and the author of Better Outcomes: A Guide to Humanizing Healthcare. He has experience in a variety of rehab settings, working with patients recovering from a variety of injuries and surgeries. Rafi has worked in a variety of settings, from orthopedic and musculoskeletal rehabilitation, to academia, and even healthcare consulting. At Charlie Norwood VA Medical Center, he as the lead clinician and clinical education coordinator for the outpatient specialty rehab program. In this role, he treated many veterans with chronic pain and helped to establish an interdisciplinary pain management program. He has worked on projects ranging from patient engagement initiatives to marketing communication campaigns to a multi million dollar project assisting the State of Georgia’s Department of Behavioral Health and Developmental Disabilities transition individuals out of state institutions to community residences. His work on Telehealth has been discussed in Forbes. He also has experience as a core faculty member at Augusta University’s Occupational Therapy Program, as a Licensed Board Member on the GA State OT Board, and he serves on the Board of Directors for NBCOT. He works to help healthcare clinics and organizations deliver uniquely impactful patient experiences by improving service delivery through consulting, training, and speaking.

















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Work With Me

If you’re ready to craft a strategy to help your organization bring in more clients, retain them throughout their course of care, and create uniquely impactful patient experiences, then reach out. I’d love to talk with you about how Rehab U Practice Solutions can help.

What I can help you do:

✅ Train your staff and clinicians to be able to confidently communicate the value your organization provides…

✅ Leverage best practices, new technology, telehealth, and marketing/messaging to maximize patient engagement & retention…

✅ Develop a system that keeps patients & clients happy, engaged, and satisfied throughout the entire process of care…

I help you not only craft marketing messages & campaigns that build that know, like, & trust value you need to convert leads into scheduled clients; but I also work with your clinicians and staff to make sure that, once a patient decides to schedule an appointment, you have a system setup that keeps them happy, engaged, and satisfied throughout the onboarding, treatment, and discharge process.

In short, I’ll help your whole organization become focused on the most important thing in healthcare: people – the people who work for your organization, and the people who your organization treats and serves.

 

Learn More Here!

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